Measure productivity and efficiency.
"Contact center employees are on the front lines of most customer interactions. It’s smart business to keep them happy. Doing that begins with understanding what they want, such as:
• Tools to help them serve customers effectively
• Ongoing training that’s relevant to their jobs • Growth opportunities Every organization has goals. Your employees have goals, too. And they want to be successful. If you can align these goals, you’ll be more likely to achieve both. And happy employees are likely to stay. To do that, you’ll need to measure what employees are doing and how they feel about their work — and your organization. These metrics can surface patterns that help you decide which improvements are most important."
